Wells Fargo Mobile Merchant User Guide for Apple Mobile ...

Wells Fargo Merchant Services

Wells Fargo Mobile MerchantUser Guide for Apple® Mobile DevicesVersion 3.2

Wells Fargo Mobile Merchant for Apple® Mobile Devices

Table of Contents

Overview .....................................................3

Key Features ................................................3

Download Wells Fargo Mobile Merchant ............4

Demo Mode .................................................4

Activate Wells Fargo Mobile Merchant ..............5

Security questions ........................................5

Choose a password .......................................5

Card reader .................................................5

Two-factor Authenication ...............................6

Sale Screen Overview ...................................8

Transaction Description .................................9

Email Receipts .............................................9

Special Prompting .........................................9

Options and Settings Menu ............................10

Help and Support .........................................10

Approved Transaction ....................................11

Declined Transaction .....................................11

Partial Authorization ......................................12

Credit/Debit Card Sale (Quick Mode) ...............13

Manual Credit/Debit Card Sale (Quick Mode) ....14

Cash Sale (Quick Mode) ................................16

Check Sale (Quick Mode) ...............................18

Credit/Debit Card Sale (Item Mode) ................20

Manual Credit/Debit Card Sale (Item Mode) .....22

Cash Sale (Item Mode) ..................................24

Check Sale (Item Mode) ................................26

Refund (Quick Mode) ....................................28

Refund (Item Mode) ......................................30

Resend Receipt ............................................32

Add New Items ............................................33

Remove Items ..............................................33

Backup or Restore Items ...............................34

Tips ............................................................35

Tax .............................................................35

Receipts ......................................................36

Invoice Numbers ..........................................36

AirPrintTM .....................................................36

Feedback .....................................................37

Notifications ................................................37

Sync Settings ...............................................37

Sales History ...............................................38

NOTE: Issue Refund or Resend Receipt ............38

Total Sales Report .........................................39

Email Detailed Report ....................................39

Sales Tax Report ..........................................40

Troubleshooting ............................................41

Technical Support .........................................41

Customer Service .........................................41


Introduction

OverviewWells Fargo Mobile Merchant turns an Apple device into a mobile point of sale. This streamlined application is geared towards small and mid-sized merchants, and can be used in any number of venues — storefront or mobile. From a local in-store apparel shop or eatery, to an art dealer participating in a local festival, to a tow truck or taxi, it’s an affordable, secure way to take payments. It’s also ideal for seasonal merchants who may not need year-round coverage but do need a reliable service when business picks up.

Wells Fargo Mobile Merchant has eight major functions:

Credit/Debit card sale (Swiped) Digital receipt delivery

Transaction refund Inventory item setup

Credit/Debit card sale (Manually keyed) Signature capture

Transaction history report Barcode scanner

Key Features• Add items with set prices, descriptions and photos

• Auto-send receipts to merchant

• Barcode scanner

• Cash transaction tracking and receipts

• Check recording

• Data stored in cloud and shared across devices*

• Encrypted card reader

• Option to print paper receipts

• Sales history in app

• Sales tax and tip settings in app

• Transaction reporting

*Data stored in the “cloud” is saved on a network of servers that you can access through the Internet.


Download Wells Fargo Mobile MerchantIf you haven’t downloaded the Wells Fargo Mobile Merchant app to your device you can do so by searching for Wells Fargo Mobile Merchant in the Apple App Storesm.

Note: An iTunes® account is required to download apps from the Apple App Store. Please click here for more information on setting up an iTunes account.

Demo ModeWhen you launch Wells Fargo Mobile Merchant for the first time, you may use Demo mode to familiarize yourself with all of the features available in Wells Fargo Mobile Merchant before activating your software. Once you activate your app, Demo mode will no longer be available.

Please be advised that while in Demo mode, any inventory items that you add will not be saved and any transactions that you perform will not be processed.

Click the icon above to visit the Wells Fargo Mobile Merchant App Store page.

Getting Started

http://support.apple.com/kb/ht2731

https://itunes.apple.com/us/app/wells-fargo-mobile-merchant/id684298488?mt=8


Activate Wells Fargo Mobile MerchantTo activate your app, you will need the 5-digit ‘Activation Code’ found in your welcome email along with your email address* that you used to sign up for Wells Fargo Mobile Merchant.

*Note: For sub-users combine your activation code with the user name displayed in your welcome email.

1. Launch Wells Fargo Mobile Merchant.

2. Enter your 5-digit Activation Code.

3. Enter your email address.

4. Tap Continue.

Choose a passwordNext, you’ll be prompted to create a password for your Wells Fargo Mobile Merchant app. Passwords must have a minimum length of eight characters with at least one number and one letter.

1. Enter your new password.

2. Confirm your new password.

3. Tap Continue.

Security questionsIf you ever need to reset your Wells Fargo Mobile Merchant password, we will ask you a series of security questions to verify your identity. You will need to choose 3 questions and enter 3 answers.

1. Choose 3 security questions, and enter answers for your chosen questions.

2. Tap Activate Account.

3. Tap Get Started.

Card readerIf you are using a card reader with Wells Fargo Mobile Merchant, simply plug the card reader into your device headphone jack.

IMPORTANT: iOS7+ Card Reader Access Update

In order to swipe cards using the card reader on iOS 7.0+, you need to allow the application to access the microphone. After updating to iOS 7.0+ on your iPhone® or iPad®, do the following:

• Log in to the app. Plug in the card reader and you will be prompted to allow the application to access the microphone. Select OK.

If you skip this prompt you can also access your microphone settings as follows:

• Go to Settings> Privacy> Microphone. Turn WF Merchant to green.

If you are not using iOS 7.0+, no action is needed as you will continue to be able to swipe cards with the application. Please keep these instructions in mind if you do upgrade to iOS 7.0+.

Congratulations! You are now ready to process card transactions!

Getting Started


Two-factor AuthenicationWells Fargo Mobile Merchant utilizes two-factor authentication so that new devices can be added and verified securely to your account for use with Wells Fargo Mobile Merchant. For example, if a device you normally use is lost or stolen, you will be able to add and verify a new device simply by verifying a 6 digit security code that will be sent to you via SMS text or e-mail. This process will take place upon logging into AprivaPay Plus on the new device.

In order to use this feature, you will need to configure your Contact information upon logging into Wells Fargo Mobile Merchant for the first time. Follow the steps below to add an SMS capable phone number and an e-mail address.

Contact Enrollment - Phone Number:

Contact Enrollment - E-mail Address:

Verify Account - Phone Number or E-mail Address:

1. Tap Add Phone.2. Enter a Phone Number in the box, and then tap

Continue.3. Enter the 6 digit code from the SMS text you

receive in the box, and then tap Verify.

1. Tap Add Email.2. Enter an e-mail address in the box, and then tap

Continue.3. Enter the 6 digit code from the e-mail you

receive in the box, and then tap Verify.

1. Select either Phone or Email contact, and then tap Next.

2. Enter the 6 digit code from the SMS text or e-mail in the box, and then tap Verify.

In the event that you need to verify a new device, follow the steps below once you have logged into Wells Fargo Mobile Merchant from the new device:

Getting Started


Getting Started

Administrator and Sub-user RolesWells Fargo Mobile Merchant now allows a business owner, or ‘administrator’ which is the default user account boarded to a merchant account, to have the ability, via a new feature within the settings drawer, to choose to control or not control various aspects of their associated users (sub-users) application settings. These controls, when ‘auto-sync’ (please refer to Sync Settings) is applied to an administrator, include the following:

• Tax settings controlled by administrator – Both administrators and sub-users can create and name tax rate instances (multiple can be applied). If auto-sync is turned on, the associated sub-users will only be able to access and utilize the admin created tax rates, additionally a sub-user can decide to turn a rate on or off in the context of a transaction, but cannot modify the associated rate or name if it is created by an admin.

• Turn on / off tips – Only an administrator can activate ‘tip acceptance mode’, when tips are turned on by an administrator, tips will be included in the transaction flow for their associated sub-users.

• Turn on carbon copy receipts and add recipients – Only an administrator can turn on and add recipients to receipts of transactions that are carbon copy emailed or SMS text messaged, such as themselves or a company accountant.

• Turn on / off invoice number requirement – Only an administrator can enforce a custom invoice number policy for each transaction, making an invoice number required for a transaction processed by their associated sub-users if they choose. If this functionality is turned on and a sub-user does not enter an invoice number, the system will auto generate one.

Inventory Controlled by AdministratorOnly the account administrator will be able to manage, modify and create inventory items for their user base. When an administrator creates, deletes or modifies an inventory item, their associated users (sub-users) will receive these changes to their device and the merchant portal in real time.

Please note that this functionality is not dependent on having auto-sync turned on.


Using Wells Fargo Mobile Merchant

Sale Screen OverviewThe Wells Fargo Mobile Merchant sale screen consists of 4 main components:

1. Options and Settings Menu

2. Payment Type Button

3. Amount Button

4. Transaction Mode Slider

Payment Type ButtonTap to select the payment type for your transactions.

Quick Mode and Item ModeQuick mode lets you enter a transaction by entering only the dollar amount; you don’t have to set up your inventory in advance. Item mode lets you enter a transaction by selecting an item that you previously added to your inventory. In Item mode, you don’t have to specify the price because you already set it up in your inventory.

Options and Settings MenuTap to display Wells Fargo Mobile Merchant options and settings menu. Amount Button

Tap to continue when processing manual credit/debit transactions, cash transactions and check recording.

Transaction Mode SliderMove the Transaction Mode Slider down to change the app from Quick Mode to Item Mode.


Email ReceiptsAfter completing transactions, you have the ability to add a description to the transaction and send electronic receipts to your customers. You can send text message receipts, email receipts or both.

Tap the Mobile number box, Email box, or both to send an electronic receipt.

Tap the Contacts icon to select a text message or email contact from your phonebook.

Special PromptingSome transactions will require you to enter additional information prior to processing.

AVS (Address Verification):Whenever you process a manual sale with the card not present, you will be prompted to enter the billing address of your customer.

Commercial Cards:If a customer uses a commercial card for a transaction, you may be prompted to enter Tax and customer code information.

Receipt Options

AVS Prompt Commercial Card Prompt

Transaction DescriptionTap the Description box to enter an optional description for the transaction.

This description can be used for searching transactions, via the Wells Fargo Mobile Merchant Center.



Options and Settings MenuThe options and settings menu allows you to manage inventory, view reports and configure many features within the Wells Fargo Mobile Merchant application.

The settings drawer with version 3.1 is now streamlined and compact with 2 level access to settings, via the new Settings tab.

Options and Settings Settings

Help and SupportIf you need help with Wells Fargo Mobile Merchant, tap Help and Support. From here, you can also access Wells Fargo Mobile Merchant Center which is a website that provides reporting and inventory management. It also helps you quickly manage your users.



Approved TransactionOnce a transaction is approved, a receipt will be displayed on the screen.

Declined TransactionIf a transaction is declined for any reason, you will be prompted to try the transaction again, use a new card, or cancel the transaction.


Authentication RequiredIf you use multiple devices, you may be prompted to authenticate because users can only be logged into a single device at a time. This is especially true if you use the “Keep me logged in” option when logging into the app.


Partial AuthorizationA partial authorization partially approves a transaction if a cardholder does not have enough credit or funds available on their credit or debit card to cover the transaction amount. You may then allow the cardholder to pay the remaining balance owed with another card or cash. Note: This is completed in two separate transactions. The first transaction for the approved amount and a second transaction for the remaining balance.



Transactions

Credit/Debit Card Sale (Quick Mode)1. Enter the transaction amount, and then swipe your

customer’s card.

2. Ask your customer to sign for the transaction, and then tap Complete Purchase.

3. Enter your customer’s Email address, Mobile number, or both in the boxes. Note: You may enter multiple recipients by tapping the ‘+’ icon. Additionally, you may choose a contact from your address book by tapping the contacts icon.

4. Tap Send Receipt.

5. Tap Done to return to the sale screen.


Manual Credit/Debit Card Sale (Quick Mode)You can still take a payment if the card does not swipe correctly, the card is not present, or you do not have your card reader with you. You can manually enter the customer’s payment card information on your mobile device. Please remember that if you manually enter card information, you accept a higher risk of a chargeback. When a card does not swipe correctly, we suggest that you ask the customer for another card for payment. Follow these steps to process a manual credit/debit card sale:

1. Enter the transaction amount, and then tap the Amount button.

2. Enter your customer’s credit/debit card number, expiration date, CVV, and Zip Code. You must also select whether the customer’s card is present or not. If it is not present, you will be prompted to enter the billing address number for your customer’s card account.

3. Tap Continue.


Transactions





Transactions


Cash Sale (Quick Mode)1. Tap the Payment Type icon, and then tap Cash.


3. Enter the amount tendered in the box, and then tap Complete Purchase.


Transactions




Transactions


1. Tap the Payment Type icon, and then tap Check.


3. Enter customer’s check number in the box, and then tap Complete Purchase.


Note: This transaction only records the check transaction. You will still need to deposit the check atyour bank for funding.

Check Sale (Quick Mode)

Transactions




Transactions


Credit/Debit Card Sale (Item Mode)1. Tap Add Item.

2. Select the items to sell, and then tap Done.

3. Swipe your customer’s card.

Transactions






Transactions


Manual Credit/Debit Card Sale (Item Mode)You can still take a payment if the card does not swipe correctly, the card is not present, or you do not have your card reader with you. You can manually enter the customer’s payment card information on your mobile device. Please remember that if you manually enter card information, you accept a higher risk of a chargeback. When a card does not swipe correctly, we suggest that you ask the customer for another card for payment. Follow these steps to process a manual credit/debit card sale:

1. Tap Add Item.


3. Tap the Amount button. NOTE: To change the quantity of items, tap the item count.

4. Enter your customer’s credit/debit card number, expiration date, CVV, and Zip Code. You must also select whether the customer’s card is present or not. If it is not present, you will be prompted to enter the billing address number for your customer’s card account.

Transactions


5. Tap Continue.





Transactions


Cash Sale (Item Mode)1. Tap the Payment Type icon, and then tap Cash.

2. Tap Add Item.


4. Tap the Amount button to continue. NOTE: To change the quantity of items, tap the item count.

Transactions


5. Enter the amount tendered in the box, and then tap Complete Purchase.




Transactions


1. Tap the Payment Type icon, and then tap Check.

2. Tap Add Item.


4. Tap the Amount button. NOTE: To change the quantity of items, tap the item count.

Note: This transaction only records the check transaction. You will still need to deposit the check atyour bank for funding.

Check Sale (Item Mode)

Transactions


5. Enter the Check Number in the box, and then tap Complete Purchase.




Transactions


Refund (Quick Mode)NOTE: Full and partial refunds can only be performed by account administrators. To refund a partial amount of a quick mode transaction, follow these steps.

1. Tap Options and then tap Sales History.

2. Select Transaction.

3. Tap Issue Refund.

4. Enter password, then tap Continue. NOTE: This is the account Administrator password.

5. Enter new subtotal in the Subtotal box to reflect the amount of the refund, and then tap the Amount button.

Transactions


6. Select a reason for the refund (optional), and then tap the Amount button.

7. If refunding to a credit card, ask your customer to sign for the transaction, and then tap Complete Refund.




Transactions


Refund (Item Mode)NOTE: Full and partial refunds can only be performed by account administrators. To refund items from an item mode transaction, follow these steps.

1. Tap Options and then tap Sales History.


3. Tap Issue Refund.

4. Enter password, then tap Continue. Note: This is the administrator password.

5. Select the items to refund, and then tap the Amount button.

Transactions


6. Select a reason for the refund (optional), and then tap the Amount button.

7. If refunding to a credit card, ask your customer to sign for the transaction, and then tap Complete Refund.




Transactions


Resend Receipt1. Tap Options and then tap Sales History.






Transactions


Remove ItemsYou can remove items that are no longer needed in your inventory:

1. Tap Settings.

2. Tap Inventory.

3. Select the item to remove.

4. Tap Delete Item.

Add Item Window

Edit or Remove Items

Add New ItemsInventory items allow you to quickly choose items you’d like to sell during a transaction. When adding new items, you can assign an item name, photo, price, tax option, description and a UPC bar code.

1. Tap Settings.

2. Tap Inventory.

3. Tap ‘+‘.

4. Enter the item details, and then tap Done.

Note: Only account administrators can perform inventory maintenance.

Inventory Maintenance


Backup or Restore ItemsOnce you have added items to your inventory, you can backup or restore items to/from one of your other iOS devices. This feature makes it easy for you to make all items available for sale on multiple devices. As an example, if you decide to use an additional device for your daily sales, you can simply restore items to the new device without having to enter all of the items a second time.

The inventory is automatically synced to the cloud when the administrator creates, deletes or modifies inventory items. Their associated users (sub-users) will receive these changes to their devices in real time.

Backup Items:1. Tap Options.

2. Tap Inventory.

3. Tap Backup Items.

4. Tap A nearby iOS device to backup your inventory to one of your other iOS devices. If you use this option, Bluetooth must be enabled on both devices. Follow the on-screen prompts on both devices to complete the inventory backup.

Restore Items:1. Tap Options.

2. Tap Inventory.

3. Tap Restore Items.

4. Tap A nearby iOS device to restore your inventory from one of your other iOS devices. If you use this option, Bluetooth must be enabled on both devices. Follow the on-screen prompts on both devices to complete the inventory restore.

Backup Items

Restore Items

Backup and Restore Inventory

Note: Only account administrators can perform inventory maintenance.


There are many settings that you can configure within Wells Fargo Mobile Merchant. All settings are accessed by tapping the Options menu.

Settings

TipsYou may enable tips (gratuities) to allow your customer to add a gratuity to your sales transactions. To enable tips:

1. Tap Options.2. Tap Settings.3. Tap Tips.4. Turn Collect Tips on or off using the slider.

When you enable tipping, your customer will be able to add a gratuity when they sign for their payment.

5. Additionally, you may enable Rounded Tips to round tips up to whole dollar amounts.

TaxYou may enable adding a sales tax percentage to your transactions:

1. Tap Options.2. Tap Tax.3. Tap the ‘+’ icon.4. Type a name for the tax rate, enter a

percentage, and then tap Done.

Note: Multiple tax rates can be configured. Use the Active slider to turn them on or off.

Add Sales Tax slider & Tax Rate

Collect Tips & Smart Tip Amounts slider


ReceiptsUse the automatic receipt option if you would like to receive copies of transaction receipts via email or text message. To enable receipts:

1. Tap Options.2. Tap Settings.3. Tap Receipts.4. Turn the Send me a copy of receipts slider on,

and then enter up to 3 email addresses and/or mobile numbers.

Invoice NumbersIf you enable invoice numbers, you will have the option to enter an invoice number for each transaction that you run. To turn invoice numbers on:

1. Tap Options.2. Tap Settings.3. Tap General.4. Turn invoice numbers on or off using the slider.

Receipts email & mobile numbers

Invoice Number slider

Invoice Number in transaction

AirPrintTM

After processing a transaction, you can print receipts on your printer. NOTE: you will need to configure your printer prior to printing your transaction receipts. For help with configuring your printer, please see the AirPrint setup and troubleshooting website.

1. Tap Options.2. Tap Settings.3. Tap General.4. Turn AirPrint on or off using the slider.

AirPrint Option

Settings

http://support.apple.com/kb/HT6220

http://support.apple.com/kb/HT6220


Sync SettingsBy enabling this option the account settings are managed by the administrator and shared with all users. When disabled, users are allowed to locally manage their own settings.

1. Tap Options.2. Tap Settings.3. Tap Sync.4. Turn Auto Sync on or off using the slider.

Please note: Where auto sync cloud settings are turned on, a sub-user will not be able to make modifications to these settings as they are controlled by the administrator. Where auto sync settings are not turned on, the associated account sub-users can modify these settings independently, however these settings will be local to their device and will not be shared with other users associated with their account.

Auto sync settings apply to:

• Tax Settings• Tip Settings• Receipt Settings• Invoice Numbers

FeedbackAllows anonymous analytics to be gathered to help us improve your user experience.

1. Tap Options.2. Tap Settings.3. Tap General.4. Turn Feedback on or off using the slider.

NotificationsIf you would like a Daily Sales Report notification sent to your device, enable notifications:

1. Tap Options.2. Tap Settings.3. Tap Notifications.4. Turn Daily Sales Report on or off using the slider

and select AM or PM for delivery time.

Feedback Option

Sync Settings

Daily Sales Report Slider

Settings


Sales HistoryThe Sales History report allows you to search and review your transaction history. This report allows you to search by Date, Card Details (last 4 credit/debit card numbers) and transaction amount. To run a sales history report:

1. Tap Options.

2. Tap Sales History.

3. Select Date, Card Details or Amount.

4. Enter your search criteria in the search box. NOTE: when searching by date, use the on-screen calendar to select the date, and then tap Done.

5. Tap a transaction from the results list to see the details of the transaction.

Reports

NOTE: Issue Refund or Resend ReceiptYou may issue refunds or resend receipts directly from this screen.NOTE: Full and partial refunds can only be performed by account administrators.


Total Sales ReportThe total sales report summarizes credit/debit card, cash (including checks), tax and tip totals. This report can be emailed to a recipient of your choice. To run a total sales report:

1. Tap Options.

2. Tap Reports.

3. Select a start date and an end date using the on-screen calendar.

4. Tap View Report.

5. Tap a batch from the list to display the details.

Email Detailed Report1. Tap Email Detailed Report.

2. Enter the recipient email address, and then tap Done.

Reports


Sales Tax ReportThe sales tax report allows you to view tax totals by date range that are categorized by your configured tax rates.

1. Tap Options.2. Tap Reports.3. Select a start date and an end date using the on-screen calendar.4. Tap View Tax Report.

Reports


© 2014 Wells Fargo Bank, N.A. All rights reserved.

TroubleshootingIssue SuggestionUnable to log in to the app

• Ensure that you are connected to a network and that your device is not in airplane mode.

Forgot password • Reset your password by tapping Reset Password on the Login Screen.Password does not work • Ensure you are spelling it correctly.

• Ensure you enter the case correctly.Card reader is not working properly

• Ensure the reader’s audio jack is completely inserted into your device.

• Disconnect and reconnect the reader.

• Ensure headset volume is turned up to the highest setting

• Power off your device and restart it.

• If you are using a protective case for your device, make sure it is not preventing a proper connection for the card reader.

App closes unexpectedly • Close all other open apps on your device.

• Ensure you are connected to a network.

• Ensure your device is not in airplane mode.

• Power off your device and restart it.I cannot process transactions

• Ensure you are connected to a network.

• Ensure your device is not in airplane mode.

• Close all other open apps on your device.

• Disconnect and reconnect the reader.

• Power off your device and restart it.Additional Help • Login to the Wells Fargo Mobile Merchant Center and submit a ticket to our

Customer Contact Center.

Technical Support1.866.277.4820

Customer Service for Wells Fargo Merchant Services1.800.451.5817

Troubleshooting and Support

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